But if the change was made prior to what the available logs cover, you will not see anything else. At this point, the next step is to log in to the UI as a partition administrator to confirm the roles assigned (or not assigned) to the agent.

Integrated User Login issues

Integrated users are also unable to log in.

Since this is UCCE integration, check the Listener logs first. In this scenario, you find nothing useful. What about the Application Server logs?

How does it know?

EIM/WIM has a read-only connection to the AWDB. While the change of deleting or setting an agent inactive will not be reflected in the user on EIM/WIM's administration menus, they will be unable to log in.

Scenario B Setup

System Console

Stop Listener process

UCCE

Remove all multimedia skill groups from integrated agent "goofy"

ICM Login Timed Out?

Try to log in as an Integrated Agent. You should be greeted by a pop-up error.

Do you see any recent activity in the Listener logs? What about the Application Server logs? In this case, nothing useful.

Use the listprocessids.JSP to make sure all processes are running.

Notice that the JSP says that the Listener is running as process ID 5412, but no java or javaw exists with that PID. You can confirm the Listener link being down with the ICMIntegratedConnections JSP.

The listprocessids.JSP, while very useful, does not always reflect the current process state - just that it has started and once had a particular PID.

Log in to partition 0 as the sa user and observe that the Listener process is stopped. Start it.
Your Listener instance may also be in an "Error" state. Start it once the process has started.

But login still fails.

Listener Link active but Login still fails

Take a look at the Listener logs for your agent's username. You should see an error about NO_PARENT_GROUP after the Login agent request.